I'm new to this forum but thought I would share my experience with Echo service. It was fantastic. A very friendly bunch And the best part was the rep was from this country and spoke english I could understand. I had purchased a 4910 in spring and didn't cut a lot with it. Butchered a maple that had uprooted last fall-mainly to try the saw out. It was pretty hot and humid and the mosquitoes were just about able to carry a guy away. The saw ran perfect and I thought it cut well. i put it away until the temps cooled down a bit sometime in early September. One afternoon late I stepped out of the garage and saw an old barkless Ash blow over and land on the mound system. I grabbed the 4910 and put the loader on the 1025r and cut logs small enough to move them of the mound and into the woods. A few days later I got the 4910 out again and started to make them into firewood for a friend. After the fourth cut the saw just wouldn't rev up and had no power and quit when I let off the throttle. When I pulled the filter cover I was shocked to find saw dust piled on the filter about 1/8 inch deep. The filter was totally plugged. Cleaned it and made 3 cuts and it was the same thing. Repeated the regimen and it was slowing dramatically after 2 cuts. Put it away and finished the tree with my 590-no problems at all. Afterwards I pulled the filter cover on the 590 and it didn't really even need cleaning. Contacted Echo the next day and began the process-took it to the dealer with a loaded up filter for inspection etc. After a bit of discussion and trying to make it work to no avail, Echo bought the saw back and I moved on. That ash was super dusty-probably too late to even make firewood. However, there was no problem with the 590 or my little 3510 either. I was very satisfied with Echo's service and the rep. It just felt good to have a good experience with a company for a change. My hat is off to them!
Echo service
- Thread starter Kolar55
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So was it a defect or design flaw? Anyway, I'm glad they made it right, it's always nice to have a good customer service experience.
When the service center cannot get a chainsaw to run it does not give me any confidence in that center but at least the OP got his money back.
I don't know the answer to that question. They offered to replace the saw with a 4920 and I asked if they would buy the saw back. And they did. I think given the 4910 is no longer in production, that this is why we ended this way. I also think my approach was beneficial in this case-I tried to work with them and didn't go off or act like a jerk. Mike and I actually had some nice conversation throughout the whole thing. Anyway, I was satisfied with the outcome and replaced the saw with a Stihl 261c-m. So far so good.
At this point I'm inclined to believe there was some sort of defect to the saw. I don't know where though. This situation has been bugging me and a few days ago I came upon a used like new 4910 for a reasonable price. I bought it to see if it would pile the filter full of dust like the first one. Before going to the dirty ash i put some tape over the "g-force" port inside the air box. Went out and made ten cookies which buried the chip discharge in sawdust to really throw a mess of dust and chips up into the top of the bar. No problems at all. The saw was as strong as the first cut. Back to the shop to look at the filter and air box. Not much powder on the filter and not much inside the chamber either. So, thinking I had solved the mystery, I removed the tape and repeated the process expecting it to make it about 3 or 4 cuts before it stopped running. Not the case. After 10 cuts it was still as strong as cut 1. Upon inspection it was cleaner than the first test-which it should be be as that is what the G-force is supposed to do. So my guess is something defective with the original saw.
